STATEMENT OF SERVICES

Hurford Parker Insurance Brokers Limited; Hurford Parker Financial Services Limited; and Hurford Parker Mortgage Brokers Limited

INTRODUCTION

We are a leading insurance intermediary and risk management brokerage and offer advisory services for your insurance requirements. We are committed to acting in your best interests at all times in providing services to you.

We are members of the NZbrokers Group, which is a collaborative group of New Zealand owned and operated professional insurance brokers.

This document sets out the terms under which we provide services to you, as well as the co-operation and responsibilities required from you. These terms apply until they are varied by mutual agreement, or until our appointment is cancelled by you. We may vary the services we offer you from time to time by written notice to you.

In this document “we”, “us” and “our” means Hurford Parker Insurance Brokers Limited and/or Hurford Parker Financial Services Limited and/or Hurford Parker Mortgage Brokers Limited

The Hurford Parker companies are intermediaries registered as Financial Services Providers (FSP) to provide generic and wholesale financial services advice in New Zealand by the Financial Markets Authority (FMA) FSP37162. Hurford Parker Insurance Brokers Limited operates under FSP371162. Hurford Parker Financial Services Limited operates under FSP698651. Hurford Parker Mortgage Brokers Limited operates under FSP716691.

A list of the services we provide to you in addition to other pertinent information are stated in Appendix A to G, attached to this document.

By entering into a contract of insurance with us you confirm acceptance of the terms set out in this Statement of Services.

Contents 1. INSURANCE BROKING ...... 4 INSURANCE CLAIMS SERVICE ...... 5 MORTGAGE ADVISORY SERVICE ...... 6 YOUR CO-OPERATION AND DISCLOSURE OF INFORMATION ...... 7 REMUNERATION ...... 8 PAYMENT OF PREMIUMS AND CANCELLATIONS ...... 10 COMPLAINTS PROCEDURE ...... 12 PRIVACY STATEMENT ...... 13 GENERAL ...... 14 APPENDIX A - INSURANCE & RISK ADVISORY SERVICES...... 15 APPENDIX B – CONTACT US ...... 21 APPENDIX C - KEY PERSONNEL DETAILS ...... 22 APPENDIX D – HURFORD PARKER INSURANCE BROKERS - CLAIMS ...... 23 APPENDIX D – HURFORD PARKER FINANCIAL SERVICES - CLAIMS ...... 25 APPENDIX E – COMPLAINTS & DISPUTES PROCEDURE ...... 26 APPENDIX F - INSURER FINANCIAL STRENGTH RATINGS ...... 27 APPENDIX G – BANK & LENDER FINANCIAL STRENGTH RATINGS...... 29

1. INSURANCE BROKING

1.1 We will negotiate with insurers on your behalf and will keep you informed of any significant developments.

1.2 We are independent of insurers, and are not bound to use any particular insurer. We will advise you of those with whom we propose placing your insurance and will also advise you of any change of insurers after the insurance has been placed. Unless you advise us to the contrary, each insurer with whom we place your insurance will be deemed acceptable to you.

1.3 The selection of insurers and insurance policies is done on the basis of obtaining the most appropriate policy coverage for you at a competitive market premium.

1.4 We may enter into an agreement with an insurer to arrange insurance and settle claims on its behalf. We will inform you when we act for an insurer and not for you.

1.5 You understand that we will use all reasonable precautions in choosing an insurance company(ies) and will advise you of their claims paying rating where required under the Insurance (Prudential Supervision) Act 2010. You understand that we cannot guarantee the financial status of any company and we do not accept any liability due to the failure of any insurance company. Financial strength ratings of the selected insurer will be provided. Hurford Parker only uses insurers that have attained an A- or higher rating. Financial strength ratings are contained in the appendices for reference.

1.6 We will hold review meetings with you as and when required with a minimum annual review period. At those meetings we will report on matters relating to the insurance programme and will gather information regarding any changes in your business that could affect your insurance. Meetings may be conducted remotely via phone or email correspondence.

1.7 Further details of the insurance broking and financial services service is provided in Appendix A.

INSURANCE CLAIMS SERVICE

2.1 We are committed to achieving the best outcome for you from every claim on policies arranged or reviewed by us during our appointment.

2.2 We will: • Assist you with the preparation of claims • Act as your advocate in negotiations with insurers or their legal advisors • Regularly review and pro-actively manage your claims • Provide you with records and analysis of claims as required.

Further details of the claims process is contained in Appendix D.

MORTGAGE ADVISORY SERVICE

3.1 We are Registered Financial Adviser who specialises in providing independent advice and transactional solutions for clients in the areas of Mortgages services.

3.2 We will agree on areas of advice requirements & establish our terms of our engagement.

3.3 We will get to know you and gather all necessary facts of your situation and identify your specific needs and objectives.

3.4 We will then analyse and research your circumstances & develop strategies to meet your needs and objectives.

3.5 We will prepare & present a statement of advice outlining my recommendations & implement any such agreed recommendations.

3.6 We will facilitate the application process for agreed products and services.

3.7 We will monitor the implementation & review these strategies and actions on a regular basis.

3.8 We also provide an ongoing service of assisting you in managing the re fixing of your mortgage facilities you may have.

YOUR CO-OPERATION AND DISCLOSURE OF INFORMATION

4.1 To perform our service efficiently, we will need your co-operation, particularly the timely provision of accurate information. You authorise Hurford Parker to act on your behalf in conducting negotiations with insurers and lenders.

4.2 We will rely on you to advise us of any change in your personal or business circumstances that might affect your insurance or lending programme. This may include acquisitions, disposals, mergers, sale of principal assets, or material changes to business operations; or changes to personal and financial situation

4.3 For all personal and business risk insurance applications you will be required to complete an application form and provide detailed information on your current health and medical history. It is essential that this information provided by you is accurate and complete. While we will assist you with the completion of proposals and other forms of application for insurance, we cannot accept responsibility for the accuracy of their contents, nor can we sign the insurance proposals on your behalf.

4.4 For all lending applications we will require you to provide detailed and accurate financial state of position information in addition to providing documentation as verification which will be provided to the lender.

4.5 After receiving your insurance documents from us, you should read and check them, then advise us promptly of any discrepancies or anything that does not meet your expectations.

4.6 While we may prepare underwriting information on your behalf, the legal obligation to disclose all material facts rests with you. You must tell the insurer, before each policy starts and renews, about anything a prudent insurer would want to consider when deciding whether to insure you, and if so, on what terms. Please provide this information to us. If you do not provide us with full information, we cannot property advise you and you could breach your duty of disclosure.

4.7 Should a circumstance or event occur which could result in making an insurance claim, you should advise us of the details as soon as possible. Failure to advise such actual or potential claims may prejudice your rights under an insurance policy.

4.8 Financial advisor disclosure statements will be provided at first appointment and are available at any time on request and a web link is to your brokers statement is provided on each email.

REMUNERATION

General Insurance

5.1 We may be paid brokerage by the insurer when you enter into an insurance contract that we arrange (this includes renewals and policy alterations). The rates of remuneration may vary between insurers and types of insurance premiums.

5.2 Where we are not paid brokerage by the insurer, we may alternatively include a similar amount within the policy charge shown on the invoice.

5.3 Where we are not paid brokerage by the insurer, we may agree with you an annual fee for our service. These fees will be disclosed and reviewed annually or earlier if the extent of service required by us is affected by changing circumstances.

5.4 Our remuneration may include investment income earned from premium payments before they are forwarded to the insurer. This is permitted by the Insurance Intermediaries Act 1994.

5.5 We are a member of the NZbrokers Group which provides insurance broker services, efficiencies, improved policy coverage, national and international capabilities to us. The NZbrokers Group has arrangements with some insurers which entitles it to receive remuneration for some policies we arrange with those insurers.

5.6 To enable us to provide you with a high level of service we may also charge you a Broker Service Charge. This charge is for our expenses associated with issuing certificates, invoices and providing other risk and insurance advice. The Broker Service Charge is included within the policy charge shown on your invoice.

5.7 In addition to the fee and brokerage that we receive, we may negotiate additional fees for our services in relation to a claim which is complex or contentious and where out time exceeds 10 hours.

5.8 We are responsible for collecting associated Government Levies at the same time as insurance premiums. This can include Earthquake Commission (EQC) and Fire Service Levy (FSL), in addition to Goods and Service Tax (GST). We do not receive any remuneration for collecting these levies.

5.9 If we arrange a loan to pay the premium we may earn remuneration or dividends for doing so.

Financial Services

5.10 We will be paid brokerage income by the insurer when you enter into an insurance contract that we arrange (this includes renewals and policy alterations). The rates of remuneration may vary between insurers and types of insurance policy.

5.11 We do not charge any other fees in respect of your insurance.

5.12 Brokerage income earned by us is liable for clawback by the insurer in the first 24 months of an insurance contract if an insurance policy is cancelled or cover is decreased.

5.13 Further details of when and how we are remunerated will be provided during the initial advice process.

Mortgage Broking

5.14 On settlement of a mortgage, we receive brokerage from the lending product providers we deal with. The brokerage is generally of an upfront nature but may also include a small renewal or trail brokerage. We also do receive a fixed rate roll over fee from some providers if we assist in re fixing your loan.

5.15 In the rare event that you may require us to act on your behalf in a transaction whereby we do not receive a brokerage from the panel of providers or you request us to act on your behalf with a provider we do not hold an accreditation with we may charge a one- off fee for this work to be completed. Any such fee would be agreed in advance and authorised by you in writing.

PAYMENT OF PREMIUMS AND CANCELLATIONS

General Insurance

6.1 The premium and any fee should be paid to us in full. We do not provide any credit and the full amount is due to us immediately upon receipt of our invoice. We are required to pay your insurer within a specific time frame. If we are unable to do so because we have not received the premium from you, we are required by the Insurance Intermediaries Act 1994 to advise the insurer of this in writing within seven (7) days. The insurer may then issue a notice of cancellation of the policy in accordance with the policy terms because of the non-payment. Although the time frame varies from policy to policy, the insurer usually allows Thirty (30) days for the premium to be paid before the policy comes to an end.

6.2 You have the option to pay your premiums spread over Ten (10) monthly payments by entering into a loan agreement contract with Advantage Premium Funding Limited or another Premium Funding company as arranged by us. Full details of the loan contract and terms and conditions will be provided to you prior to the loan being established. Failure to meet loan repayments may result in your contract of insurance being cancelled.

6.3 If an insurance policy is cancelled before expiry by you, we will pay to you any premium refunded by the insurer, less any outstanding remuneration and/or fee you owe us. We may retain any remuneration already received on downward premium adjustments or for a policy cancellation.

6.4 Hurford Parker Insurance Brokers Limited accepts no liability for losses arising as a result or consequence of the cancellation of insurance due to non-payment of premium.

Financial Services

6.5 All premium payments for Financial Services (Personal and Business Risk insurance) are paid directly to your insurer via the payment method selected at policy application.

6.6 We do not handle any payments in respect of Financial Services policies, but can assist you in facilitating changes to your payment methods with your insurer.

6.7 If you fail to pay your premium you will be notified directly by your insurer and we may also contact you to discuss. Non-payment of premiums will result in the insurer terminating your contract of insurance.

6.8 Hurford Parker Financial Services Limited accepts no liability for losses arising as a result or consequence of the cancellation of insurance due to non-payment of premium.

6.9 If you wish to cancel your insurance this must be confirmed in writing to your insurer. We can assist you in facilitating the cancellation process.

6.10 All cancellation authorities must be signed by all policy owners otherwise the policy will remain in force.

6.11 We cannot terminate your insurance on your behalf.

Mortgage Advisory Service

6.12 All loan repayments for Mortgages held are paid directly to the lender via the payment method selected at loan drawdown.

6.13 We do not handle any payments in respect of loans held, but can assist you in facilitating changes to loan renewals or additional lending requirements with your lender.

6.14 If you fail to pay your loan repayments you will be notified directly by your lender.

6.15 If you do default on the loan, your asset such as your house can be taken by the lender.

6.16 Should you default on your loan, you will be charged default interest in addition to the normal interest rate on any overdue balance until the overdue balance is paid.

6.17 Hurford Parker Mortgage Brokers Limited accepts no liability for losses arising from the failure of clients to meet the terms of their individual loan agreements.

COMPLAINTS PROCEDURE

7.1 If you have a problem, concern or complaint about any part of our service, please tell us so the problem can be remedied.

7.2 If you prefer, or we cannot agree how to resolve the matter to your satisfaction, you may formalise your complaint by writing to our Complaints Officer.

7.3 Your complaint will be acknowledged in writing and we will endeavour to resolve the matter within twenty (20) working days.

7.4 In the event that we still cannot agree how to resolve the matter, you can register your complaint with Financial Services Complaints Ltd (FSCL), to whom we subscribe. There is no cost to you for this service and you may write to them at PO Box 5967, Lambton Quay, Wellington 6145 or telephone them on 0800 347 257.

7.5 Further information on the complaints procedure is contained in Appendix E.

PRIVACY STATEMENT

8.1 We are committed to protecting your privacy.

8.2 We use the information you provide to advise and assist with your insurance and lending needs. This includes referring you internally within Hurford Parker so you can benefit from the full range of client services we offer.

8.3 We only provide your information to the companies whom we recommend or whom you choose to deal with (and their representatives).

8.4 We do not trade, rent or sell your information.

8.5 You can check the information we hold about you at any time by written request.

8.6 By entering into an insurance agreement with us you authorise us to use your information in order to provide you with insurance.

8.7 Information is stored in confidence on our secure servers.

8.8 If you have any concerns regarding the storage or use of your personal information please contact us.

GENERAL

9.1 Prior to the renewal of your insurance policies or loans / finance agreements, we will discuss with you any changes in our service as may be appropriate for the ensuing year.

9.2 Our obligation to provide services to you will end when our appointment is cancelled. You can cancel our appointment by notice in writing to us. You may however, want to enter into a separate claim servicing agreement with us. Under such an agreement, we will continue to provide service for nominated claims that arose before our appointment was cancelled for which we reserve the right to charge an appropriate Claims Service Fee.

9.3 Upon notice of cancellation of our appointment we will:

• Immediately withdraw from all negotiations in progress at that time, including but not limited to renewal negotiations for any insurance falling due within the period of notice; take no further action in relation to any current or ongoing claim for which we are acting on your behalf, unless we have agreed to a separate claim servicing agreement.

• We will keep all information about you and your business confidential, and except where necessary for the purpose of providing services to you, will not disclose it to any third party without your consent. This undertaking does not apply to information which is already public knowledge.

APPENDIX A - INSURANCE & RISK ADVISORY SERVICES

SECTION 1 – Hurford Parker Insurance Brokers Ltd

A.1 Insurance, Transactional and Advisory Service • Placement of insurance programme • Customised policy wordings • Insurance renewal planning and strategy • Marketing of insurance policies • Insurance transactions.

A.2 Documentation • Agenda and minutes for meetings • Placing Slips • Invoices • Insurance Manuals or registers • Claims Procedures • Policies • Claims Reports • Renewal Reports • Other reports as may be agreed

A.3 Claims • Administration • Monitoring progress and negotiation with interested parties and loss adjusters • Recording and analysis as may be agreed

A.4 Advice • Identify insurable hazards and risks • Scope of insurance policy cover • Insurance marketing strategies

A.5 Meetings • Site Visits as agreed • Review meetings as agreed • Service review meetings • Site visits on all major losses • Other as agreed

A.6 Contracts • Advice (indemnity and insurance provisions)

A.7 General • Provision of insurance market information

APPENDIX A - INSURANCE & RISK ADVISORY SERVICES

SECTION 2 – Hurford Parker Financial Services Ltd

A.8 Insurance and Advisory Service • Placement of insurance programme • Insurance renewal planning and strategy • Marketing of insurance policies • Insurance transactions

A.9 Documentation • Agenda and minutes for meetings • Insurance summary schedule • Special Terms and Endorsements summary • Policies • Claims Reports • Renewal Reports • Other reports as may be agreed

A.10 Claims • Administration • Advocacy • Monitoring progress and negotiation with interested parties • Recording and analysis as may be agreed

A.11 Advice • Identify insurable personal and business risks • Fact find and Needs Analysis • Scope of insurance policy cover • Insurance marketing strategies

A.12 Meetings • Review meetings as agreed • Service review meetings • Other as agreed

A.13 General • Provision of insurance market information

APPENDIX A - INSURANCE & RISK ADVISORY SERVICES

SECTION 3 – Hurford Parker Mortgage Brokers Limited

A.14 Mortgage Advisory Service • Sourcing Lending solutions both Residential & Commercial • Top ups to existing lending in place • Fixed interest rate renewals • Mortgage Refinancing

A.15 Documentation • Complete Fact Find Assessment • Provide written recommendation • Compile Lending application • Submit application to relevant lender

A.16 Advice • Identify lending solutions that are fit for purpose • Fact find and Needs Analysis • Scope of Lenders loan fees, terms and conditions • Savings plans

A.17 Meetings • Review meetings as agreed • Service review meetings • Other as agreed

A.18 General • Provision of loan market information

APPENDIX A - INSURANCE & RISK ADVISORY SERVICES

SECTION 4 – Insurance Policy Options

A.19 Property and Business Interruption Advance Profits Boiler Explosion and Pressure Vessels Book Debts Business Interruption Computer and Computer Consequential Loss Contract Works Crime Deterioration of Stock Electronic Equipment & Business Interruption Following Electronic Equipment Breakdown Farm Insurance Fidelity and Computer Crime Installation and Erection Risks Machinery Breakdown Material Damage Natural Disaster & Earthquake Cover Natural Disaster (Earthquake) Deductible Buy-down Terrorism

A.20 Liability Risks Bailees Liability Defective Workmanship / Property being worked on Directors and Officers Liability Employers Liability Employment Disputes Liability Exemplary Damages (also called Punitive Damages) Extra Territorial Workers Compensation General Liability (or Public Liability) Legal Defence Costs Liability Consequential Loss Libel and Slander / Defamation Product Guarantee Products Liability Product Recall and Contamination Professional Indemnity and/or Errors and Omissions Prospectus Liability Ship Repairers Liability

Statutory Liability Trustees Indemnity Warranties and Representations Liability

A.21 Personal & Business Risk Life Assurance Trauma and Critical Illness Total and Permanent Disability (TPD) Income Protection Shareholder Protection Business Key Person Business Income Protection Business Overheads Protection Locum Cover Private Medical Accidental Injury Employee Benefits (People Risk – Group Scheme Insurance)

A.22 Travel Risks Travel (Overseas and Domestic)

A.23 Technology Risks Cyber Risk - First and Third Party cover Information Technology Liabilities Internet Liabilities Media Liability Network Security

A.24 Transport Risks Aviation Hulls Aviation Liabilities Carriers Liability Charterers Liability (Aviation and Marine Hull) Consequential Loss Marine Cargo Loss of Use (Motor Vehicle) Marine Cargo Marine Hulls Marine Liabilities Motor Vehicle Rejection Strikes Insurance

A.25 Other Risks Accidental and Malicious Product Damage / Tamper Asbestos Reputational Risks Bonds Credit Insurance and Trade Debtors Environmental and Pollution Liability Events Cancellation Extortion Forest Growing Crops Livestock and Bloodstock Political Risk

SECTION 5 Hurford Parker Mortgage Brokers Ltd

A.26 Mortgage and Finance Property or Business Funding Mortgage Refinancing Top up to existing Lending Fixed Interest rate renewals

APPENDIX B – CONTACT US

Contact details for all Hurford Parker companies:-

Phone: (06) 876 0513 Post: P O Box 355, Hastings 4156 Office: 106 Lyndon Road West, Hastings 4120 Website: www.hurfordparker.co.nz Email: [email protected]

APPENDIX C - KEY PERSONNEL DETAILS

Hurford Parker (All Companies) Managing Director: Jeff Parker FSP53962 Mobile: 027 2040 569 E-mail: [email protected]

Fire & General Insurance Director: Ashley Rowe FSP37261 Mobile: 021 224 1755 E-mail: [email protected]

Group Manager Commercial Insurance: Dean Sewell FSP491161 Mobile: 027 483 3280 E-mail: [email protected]

Account Director William Parker FSP540048 Mobile: 021 194 4094 E-mail: [email protected]

Commercial Insurance Broker Anita Wellwood FS633410 Mobile: 021 944 394 E-mail: [email protected]

Commercial Insurance Broker: Sandra Macaulay FSP314486 E-mail: [email protected]

Personal Lines Broker: Christine Danvers FSP464266 E-mail: [email protected]

Executive Assistant: Jaime Hamer FSP371181 E-mail: [email protected]

Administration and Broker Support: Debbi Francis E-mail: [email protected]

Administration Support: Maggie McDonald FSP702132 E-mail: [email protected]

Life & Health Insurance Personal & Business Risk Advisor Andrew Davies FSP540106 Mobile: 022 882 2008 E-mail: [email protected]

Mortgages & Lending Mortgage Advisor Fiona De Barre FSP716691 Mobile: 021 944 932 E-mail: [email protected]

APPENDIX D – HURFORD PARKER INSURANCE BROKERS - CLAIMS

Material Damage Property Claims: D.1 Immediately advise Hurford Parker Insurance Brokers (Hurford Parker), or after-hours personnel, for major losses. D.2 Complete a claim form and post/e-mail to Hurford Parker within fourteen (14) days of the loss. D.3 Burglary claims or loss of valuable items of stock, plant or money, please notify the Policy accordingly. D.4 Should a break-in occur, please secure the premises accordingly.

Motor Vehicle Claims: D.5 Immediately notify Hurford Parker. D.6 Complete a Motor Vehicle Claim Form fully as soon as possible thereafter including Name, Address and Registration Number of the Other Party and post/e-mail to Hurford Parker within fourteen (14) days of the loss. D.7 If the repair costs are under the Policy Excess and the accident involves another party, a claim form should still be completed. D.8 Retain details of any witness in case they are needed to provide statements. D.9 No admission of liability, offer or promise of payment should be made without the written consent of Insurers. All correspondence from Third Parties and/or their insurers must be passed immediately to Hurford Parker.

Liability Claims: D.10 Notify Hurford Parker immediately giving details of: • The Incident / Accident • Any Allegation or Claim made against you • Impending Prosecution • Proceedings that may give rise to action against you. D.11 Do not admit liability verbally or in writing. Obtain names of witnesses and, if possible, photograph areas of damage. Discuss such actions with Hurford Parker or the Assessor appointed when in doubt. D.12 Complete a Claim Form and post/e-mail with supporting documents to Hurford Parker.

Marine Cargo Claims: D.13 When the consignment is received, an immediate examination should be made for visible signs of damage. D.14 If there are visible signs of damage the receipt should be claused to that effect and “full details to follow”. If the ship/carrier will not take a clause receipt, delivery should be refused. D.15 If it is impossible to examine the consignment immediately, (it is essential that an examination should be made as soon as possible) the receipt should be claused “UNEXAMINED”. D.16 If there is damage the Shipping Company/Carriers/Container Operators/Port Authorities/or Third Parties should be held liable in writing with an estimate of claim (if full details are not available) and invited to survey. D.17 At the same time the company’s agent or Hurford Parker should be advised (a copy of the letter claiming against those responsible) with a claim estimate. D.18 If necessary the Insurers will appoint an Assessor and if possible a joint survey should be held.

D.19 When the claim amount has been established a letter should be written to the Shipping Company/Carriers/Container Operator/Port Authorities and/or Third Parties with an account and holding them liable. D.20 Copies of this correspondence and replies obtained should be forwarded to the Insurer with the customary documents, which are as follows: D.21 Original Bill of Lading, Consignment Note or other evidence of the Contract or Carriage. D.22 The Original Invoice. D.23 Insurance Certificate or other evidence of Insurance (if issued). D.24 Details of the claim with supporting evidence e.g. claused receipts, claused delivery order, Short-landing Certificate, Exception Without Prejudiced Form.

If an Assessor has been appointed he/she will assist you, and the customary documents may be sent via the Assessor.

APPENDIX D – HURFORD PARKER FINANCIAL SERVICES - CLAIMS

For all claims please contact your advisor so we can assist with lodging your claim with the insurer.

Medical/Health Claims

D.25 Complete a Prior Approval claim form with the client, to be signed by Claimant (Patient) and by the Policy Owner(s). D.26 Client to obtain a GP or Dentist Referral Letter to the respective Specialist detailing the procedure(s) required. D.27 Client to obtain an Estimate of Costs for the procedure(s). D.28 Provide any other documentation that will help the insurer assess the potential claim. D.29 Hurford Parker submit claim to insurer D.30 When claim is approved (the final decision lies with the insurer), request a copy of the Prior Approval for our records. D.31 Send copy of Prior Approval to client, and also to Surgeon’s rooms if requested, or prudent to do so. D.32 Monitor claim with the client as to treatment being successful etc and requirement for any further treatments. D.33 Liaise with insurer detailing the amounts to be paid, to be reimbursed etc. D.34 Maintain claim payment records on internal database.

Life Claims

D.39 Client to notify us of need to claim and provide death notice. D.40 We will notify the insurer and where applicable arrange advance payment under funeral benefits. D.41 Client to provide death certificate and account details to us. D.42 Death certificate provided to insurer for finalisation of claim settlement and discharge. D.43 We will liaise with the insurer to confirm claim settlement details.

Trauma & Disability Claims

D.44 Client to notify us of need to claim. D.45 We will notify the insurer and provide and assist you with the completion of claim forms. D.46 We will liaise with your GP and Accountant or Employer (as appropriate with your permission) to obtain the medical and financial information required. D.47 We will liaise with the insurer claim manager to ensure your claim is processed quickly and in accordance with the policy wording. D.48 We will monitor the claim progress to ensure regular payments are made and client receives all benefit entitlements under policy. D.49 We will offer support and advocate for client in regards to any proposed returning to work or changes to benefits.

APPENDIX E – COMPLAINTS & DISPUTES PROCEDURE

What is a Complaint or a Dispute?

A complaint is an expression of dissatisfaction with a product or service provided by a broker where the complainant expects the broker to take action to correct the situation and to prevent it from happening again.

If the complainant is not satisfied with the broker’s action in response to the complaint, it may then become a dispute. Disputes that are not resolved need to be referred to an external dispute resolution scheme.

Hurford Parker takes all complaints seriously and encourages you to notify us when the service or experience you have received has not met your expectations.

Hurford Parker Complaints Response Procedure

In all cases complaints will be dealt with by a senior manager.

In the event of a complaint we endeavour to respond in the manner set out in following table:

Step Who Timeframe Complaint received (verbal, email, written) Any HP employee Attempt to resolve the client’s concern. Staff member concerned Immediately Complete a Complaints Form and note the basis of the Staff member concerned Immediately complaint and action that was taken. Inform the Complaints Officer about any client Staff member concerned Immediately complaint that the broker is unable to resolve by providing information or explanations. If the complaint concerns privacy, notify the Privacy Staff member concerned Immediately Officer (if they are not also the Client Complaints Officer). Contact the client to obtain further information about Client Complaints Officer Within 24 hours of the complaint and inform the client about the options initial complaint available to them. Notify the Manager responsible for handling Client Complaints Officer Within 24 hours of professional indemnity matters about the complaint. initial complaint If problem resolved, confirm with the client in writing. Client Complaints Officer No more than 4 weeks after initial complaint If the problem cannot be resolved: Client Complaints Officer No more than 4 Advise the client of the reasons for the outcome; weeks of initial Advise the client of the courses of action available to complaint them, i.e. to take the complaint to an external dispute resolution scheme; and Notify the Manager in charge of handling Professional Indemnity matters. Respond to the Client Complaints Officer’s requests for All managers contacted by Within 3 working information. the Client Complaints days Officer

APPENDIX F - INSURER FINANCIAL STRENGTH RATINGS

To provide our customers with the best possible insurance and risk management, Hurford Parker maintains strategic partnerships with New Zealand's leading insurers. Insurance companies worldwide are regulated by Financial Strength ratings (Standards and Poor’s Rating and A M Best Ratings) from A – F.

The financial strength ratings of Insurance companies we recommend to clients are as follows. Additional financial strength information is published on the insurer’s websites.

General Insurance Companies

Insurer A.M. Best Standard & Poor’s AIG Insurance New Zealand Limited A Allianz Australia Insurance Limited AA- Chubb Insurance New Zealand Limited AA- IAG New Zealand Limited AA- Lloyd's of London A A+ QBE Insurance (Australia) Limited A+ Sunderland Marine Insurance Company Limited A The Hollard Insurance Company Pty Ltd A- The New India Assurance Company Limited B++ TOWER Insurance Limited A- Vero Insurance New Zealand Limited A+ Vero Liability Insurance Limited A+ Zurich Australian Insurance Limited A+ NZI, A business division of IAG New Zealand AA- Lumley, a business division of IAG New Zealand Ltd AA-

Personal & Business Risk Insurance Companies

Insurer A.M. Best Standard & Poor’s AIA New Zealand AA- Asteron Life Limited A+ AMP Life Limited A Cigna Life Insurance NZ Limited A- Fidelity Life A- Nib nz Limited A- OnePath Life A Partners Life A- Southern Cross Medical Care Society A+ (T/a Southern Cross Health Society) Sovereign Assurance Company Limited (now trading as AIA) AA-

The rating scale for S&P Global Ratings is: AAA Extremely Strong BB Marginal SD Selective Default AA Very Strong B Weak D Default A Strong CCC Very Weak R Regulatory Supervision BBB Good CC Extremely Weak NR Not Rated Note: The Ratings from “AA” to “CCC” may be modified by the addition of a plus (+) or minus (-) sign to show relative standing within the major ratings categories.

The rating scale for A M Best Company Rating Agency is: A++ & A+ Superior A & A- Excellent B++ & B+ Good B & B- Fair C++ & C+ Marginal C & C- Weak D Poor E Under Regulatory Supervision F In Liquidation S Suspended

Hurford Parker Insurance Brokers and Hurford Parker Financial Services cannot guarantee the solvency of an insurer, but if you require any further information on these companies or their financial statements please do not hesitate to ask.

APPENDIX G – BANK & LENDER FINANCIAL STRENGTH RATINGS

To provide our customers with the best possible lending options, Hurford Parker maintains strategic partnerships with New Zealand's leading lenders. Banks and finance providers worldwide are regulated by Financial Strength ratings (Standards and Poor’s Rating, Fitch and A M Best Ratings) from A – F.

Hurford Parker Mortgage Brokers source loans through New Zealand Financial Services Group who only work with approved lenders only to ensure your risks are as secure as possible. The financial strength ratings of lenders we recommend to clients are as follows. Additional financial strength information is published on the lender’s websites.

There is a difference in the requirement for financial strength ratings between insurers and banks or finance providers. An insurer must have a high financial strength rating as this is a benchmark to show that it is able to meet its responsibility to pay claims, particularly in the case of a significant claim event such as a natural disaster where the insurer is subject to multiple high value claims at the same time. For banks and finance companies, these Lenders undertake a formal credit assessment with each customer’s lending application as well as considering the security held over the funds borrowed. If the customer defaults on the loan this would result in the security held being compromised and the customer 100% liable to repaying any funds owed to the lender. As the loans are backed by security there is less financial risk exposure to the lending company and therefore the significance of financial strength rating for lenders is less than that of an insurance company.

Lenders are split by type into two tiers, Tier 1 which are traditional banks and building societies and Tier 2 which a private finance companies. The rationale for recommending a lender will be explained during your loan advice process.

Lender Product Provider

Tier 1 Providers Lender A.M. Best Standard & Poor’s Fitch ANZ AA- ASB AA- BNZ AA- HEARTLAND BANK BBB SBS BBB SOUTHERN CROSS PARTNERS A+ SOVEREIGN AA- THE COOPERATIVE BANK BBB WESTPAC AA-

Tier 2 Providers Lender A.M. Best Standard & Poor’s Fitch AVANTI FINANCE * * * ASAP * * * BASECORP FINANCE * * * BLUESTONE MORTGAGES * * * CFML LOANS * * * CRESSIDA * * * DBR PROPERTY FINANCIERS * * * FIRST MORTGAGE TRUST * * * LIBERTY FINANCIAL * * * NZCU * * * PROSPA * * * RESIMAC * * * *Note – These finance Companies do not have a financial strength rating however are approved lenders via New Zealand Financial Services Group who provide a panel of approved lenders.

The rating scale for S&P Global Ratings is: AAA Extremely Strong BB Marginal SD Selective Default AA Very Strong B Weak D Default A Strong CCC Very Weak R Regulatory Supervision BBB Good CC Extremely Weak NR Not Rated Note: The Ratings from “AA” to “CCC” may be modified by the addition of a plus (+) or minus (-) sign to show relative standing within the major ratings categories.

The rating scale for Fitch Ratings is: AAA Prime BB Non-investment grade AA High Grade B Highly Speculative A Upper Medium Grade CCC Substantial Risks BBB Lower Medium Grade D Default

The rating scale for A M Best Company Rating Agency is: A++ & A+ Superior A & A- Excellent B++ & B+ Good B & B- Fair C++ & C+ Marginal C & C- Weak D Poor E Under Regulatory Supervision F In Liquidation S Suspended

Hurford Parker Mortgage Brokers cannot guarantee the solvency of a lender, but if you require any further information on these companies or their financial statements please do not hesitate to ask.